Telephone Guidelines Flashcards
What should a hostess know about the restaurant before answering the phone?
- credit cards accepted, hours of operation for restaurant and bar, liquor and menu price range, private dining, restaurant address + phone number, names of managers, types of gift cards accepted
What do you do if you are on a phone call and additional lines are ringing?
- excuse oneself from the call and answer the next
- ASK to put them on hold
- return to original call and apologize for making them wait briefly
- answer the next call after finishing the first convo
How many times should the phone ring before picking it up?
3 or LESS
What do you do if the phone rings while assisting a walk-in guest?
- inform guest you will be right with them
- answer phone and ask to put caller on hold
- take care of walk-ins and get back to answer call PROMPTLY
How does one answer a call?
Good (afternoon/evening), Ruth’s Chris Steakhouse in Odenton. This is Kennedy speaking, how may I help you?
What details are necessary when taking a reservation?
- guest name, date & time, number of guests, phone number, email
- also record any special requests or special occasions
How does one suggest the Special Occasion Champagne Offering?
“Thank you so much for celebrating your _______ with us Mr./Mrs. (Guest name). May I recommend a bottle of our featured champagne’s, (champagne name)? We can have it chilled and waiting for you upon your arrival. It’s a great way to start out your special evening. May I order that for you now?”
After getting the details of a reservation and suggesting champagne, what else is required?
- confirm the reservation by repeating back the information
- tell them we are happy to honor special requests
- ask caller if directions are needed
- say goodbye using the guests name and double check OpenTable details are accurate
Who hangs up first?
The calling guest
